How to Create a Competency-Based

Training Program

Definition of Competency-Based Training

How to Implement Competency-Based Training

How to Utilize Needs and Performance Analysis

Identifying and Establishing Core Competencies

Identifying Performance Gaps

Competency Mapping to Create IDP’s

Traditional Training (Educational) Model

• Based on model from schools &

universities

• Appointment-Based

• Trainer Focused

What is Competency-Based Training (CBT)?

• Skills – tasks, knowledge and attitude

• Platform for learning and organizational

development

• Focus on traits and skills needed to meet

strategic objectives

Key Characteristics of CBT Programs

• Competencies aligned to strategic goals

• Knowledge to support performance

• Training designed to affect behaviors tied to

competencies

• Success = achievement of specified competencies

• Pre-assessment

• Self-paced

Advantages of CBT Programs

• Focus on success of each learner

• Learner confidence grows as they achieve mastery levels

• Time is used efficiently

Implementing CBT

Needs Analysis Core

Competencies Skills

Assessment Development

of an IDP

CBT – Implementation Process

Step 1: Needs Analysis

What is the organization trying to achieve?

How do specific teams support achievement of organizational goals?

How do individuals support achievement of department or team goals?

• What characteristics & capabilities are critical to the success of your organization’s overall mission & goals?

• For departments, groups and teams?

• What are the common traits and strengths of top performers?

Step 2: Competencies

Step 3: Skill Gaps Difference between current levels

& desired levels =

Collecting Skill Gap Data

• Interview managers & employees

• Interview top performers

• Questionnaires / Surveys

• Historical data

Step 4: Individual Development Plans

Needs

Gaps

Development activities

Integrating with Talent Management

Core Competencies

Recruiting/

Hiring

Development

Assessment/

Promotion

Compensation

Competency Mapping to Create IDP’s

Competency mapping provides a broad view of an employee’s individual strengths & weaknesses, as it relates to their personal career development, as well as organizational efficiency, and bottom-line results.

Sample Service Skills Assessment

• Auto generated by LMS

• Based on Job Role

• Assigned to Peers, Managers & Subordinates

Sample Service Gap Analysis

• Lists Competency Ratings

• Identifies above and below standard ratings

• Links to development activities

• Basis for IDP

Individual Development Plans (IDPs)

• Nurture individual strengths

• Target specific skill gaps & challenges

• Track & monitor individual progress

Specific courses & development activities

Sample Customer Service Competencies

Achieving Results

Communication

Flexibility

Developing Others

Team Work Service Orientation

Initiative

Decision Making

Concern for Quality Relationship Building

Inspire Trust & Confidence

Sample Customer Service Competencies

Achieving Results

Communication

Flexibility

Developing Others

Team Work Service Orientation

Initiative

Decision Making

Concern for Quality Relationship Building

Inspire Trust & Confidence

Service Competencies - Curriculum

Communication

Behaviors:

• Organize and express ideas clearly orally and in writing.

• Keep managers and others informed of the status of projects and activities

Courses:

1. Organize to Remember

2. Communicate to Increase Understanding

Service Competencies - Curriculum

Concern for

Quality

Behaviors:

• Follows procedures to ensure quality output.

• Encourages people to maintain high standards of quality and thoroughness.

Courses:

1. Continual Quality Improvement

2. Quality Focused Management

Service Competencies - Curriculum

Service

Orientation

Behaviors:

• Responds to customer requests in a timely manner.

• Proactively identifies customer needs.

Courses:

1. Excelling at Customer Service Simulation

2. The Voice of the Customer

Sample Leadership Competencies

Achieving Results

Communication

Strategic Thinking

Developing Others

Influencing Others Purpose, Principles & Values

Managing Performance

Decision Making

Building Commitment Relationship Building

Inspire Trust & Confidence

Sample Leadership Competencies

Achieving Results

Communication

Strategic Thinking

Developing Others

Influencing Others Purpose, Principles & Values

Managing Performance

Decision Making

Building Commitment Relationship Building

Inspire Trust & Confidence

Leadership - Curriculum

Strategic

Thinking

Behaviors:

• Sees connections among diverse sources.

• Turns strategy into action.

Courses:

1. Systems Thinking and Models

2. Planning and Implementing a Business Strategy

Leadership - Curriculum

Managing

Performance

Behaviors:

• Communicates expectations to diverse workforce.

• Motivates employees.

Courses:

1. Communication Vision

2. Managing Cross Generational Teams

Leadership - Curriculum

Behaviors:

• Understands employee motivations and needs.

• Leads by example and does not micromanage.

Influencing

Others

Courses:

1. Building Influence as a Leader

2. Leadership & Emotional Intelligence

Sample Competency – Course Map

Recommended Content

• Book: Planning for Tomorrow

• Course: Key Elements of a Sound Plan

• Simulation: Planning for Results

Job Family Customer Services

Job Role Manager

Competency Goal Attainment

Key Behavior Planning

Competency-Based Training differs from Traditional Training Methods

1. Identify Organizational

Goals/Training Needs 2. Establish Core Competencies 3. Assess Current Ability 4. Identify Gaps 5. Assign Development Activities 6. Post-Assessment

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Dean Pichee

dean@bizlibrary.com

888.432.3077 ext. 106